This FAQ (Frequently Asked Questions) document
has been designed to help answer some of the more frequently asked questions that
we see here at the Credit Union regarding the usage of our Website, and CU@Home.
Bill Payer will be covered in a separate FAQ, so be sure to look there as well
if you have questions regarding that product.
- - -
- - - - - - - - - - - - - - - - - - - - -
- - - - - - - - -
Technical Questions
Q. Why does the Website
load so slowly?
A. Our Website has been optimized using the latest
programs to provide for optimal load times while maintaining the look and delivering
the information we think you want. While we understand that some computers can
sometimes have issues loading Websites, most of the time these issues are caused
by factors other than our site. These can include congestion on the Internet,
poor phone line quality, congestion at your ISP, and poor processing response
from your PC.
Q. So if I have slow load times, what should I do?
A. You have a few options, some of them contingent on other things. For
example, if you have fast response normally and are experiencing a problem currently,
often times logging off and coming back later will cure your ills. Still bad later?
Try rebooting. Windows operating systems need to be reset once in a while to maintain
their peak efficiency. That didn't work either? Contact your ISP. They may be
experiencing problems. If all of the above check out okay, then your PC may be
underpowered for what you are asking it to do. Consider upgrading your equipment
if your PC is more than 2 years old and you have consistent issues with the Internet.
Q.
Can I call the Credit Union for technical support?
A. You should
always feel free to call your Credit Union for information. However, due to the
massive resources required to provide technical support, we cannot promise that
we will have the time to answer technical questions in regards to PCs. We will
always have time to answer account related inquiries, and in certain cases we
can answer technical questions directly related to the situation you may be dealing
with at that time.
Q. I'm getting a blank spot where pictures
should be, or a little graphic that looks broken in half. What's up?
A.
The cause of this is known as a broken link. Although we look for these and test
for them, sometimes we do it to our own Website, and would appreciate an e-mail
letting us know about it. Other times, however, it is an issue where the graphics
did not load in a proper time and your browser 'gave up', or did what is known
as 'timed out'. Try reloading the page by pressing the 'Refresh' button, and see
what happens.
- - - - - - - -
- - - - - - - - - - - - - - - - - - - - -
- - - -
CU@Home Questions
Q. I'm interested in using CU@Home,
but I'm concerned about security. What can you say to reassure me?
A.
We can say that we have taken every step to ensure the safety and security of
your private information. Our procedures and methods are state of the art, and
updated continually. We have equipment that constantly monitors our connections
and detects activities that are suspicious. We log all information on transactions,
including information on where the data is coming from outside the Credit Union.
Using a Credit Card at a restaurant is actually less secured than using our system.
Q.
I'm trying to sign into CU@Home, but it's telling me my Account Number or Social
Security number is wrong, or that what I entered is an invalid combination. What's
going on?
A. Our system's security is very picky. It looks for
certain things, and if it doesn't see them, it considers the information to be
incorrect. Let's take your Account Number. Many people pull their account numbers
off of the bottom of a check or deposit slip from their checkbooks. These numbers
contain extra digits to assist with electronic processing. Your Member Number
is printed on your Membership Card that was given to you when you joined the Credit
Union, and at the top of your monthly statement. Also, when entering your Social
Security Number for verification purposes, leave the hyphens out. This may sound
picky, but with the hyphens in, the system sees a word, not a number.
Q.
I looked at all that, but the system still isn't letting me in. What else could
be wrong?
A. The system defends itself from Password Guessing by
locking accounts out after a set number of invalid tries. If you have tried a
few times, and the error message changes to something along the lines of 'You
are not authorized access to your account', then you may be locked out. Call the
Credit Union and ask for the Computer Department. They can reset the account for
you after verifying some information.
Q. I'm setting up a new
Password. What should I make it?
A. Password security is very important.
The best form of a password is a series of numbers and letters that contains at
least 6 characters, no duplicated characters next to each other, no numbers together
in numerical order, and at least one special character (#, %, ^). Oh, and a change
of case (Upper and lower). Don't let that scare you. If you are like the rest
of us, there is no way that you can remember something that crazy for a password
and not write it down. We do offer this advice though. Keep your password at least
6 characters long, and try to mix letters and numbers (max416, 4frog84). Try to
pick phrases that only you know. Don't use the following: Names of family members,
names of family pets, birth date, phone number, pieces of your street address,
or any of these things backwards. If someone obtains your account information
and tries to access your account on-line, these easily obtainable bits of information
will be tried first as passwords.
Q. I've gotten signed on, changed
my password, but screens are blanking or are not coming up properly. Why?
A. Hard to answer this one, but generally speaking this represents a software
compatibility issue. For example, you are accessing account details and your screen
blanks after a few seconds of displaying the information. Or you can bring a statement
up on your screen but cannot print it, or you get blank pages. These and other
annoying occurrences are known conflicts in software. If you have these and other
strange things happening while using CU@Home, take a trip out to www.microsoft.com.
Visit their Windows update page and run the Update for Internet Explorer. WARNING:
This is an extremely large download, and we recommend that you start this process
before you go to bed. If you are a Netscape user, your site to visit is www.netscape.com.
A note to Netscape users: The newest version of Netscape has not been thoroughly
tested yet, and we can't guarantee compatibility.
Q. How much
does CU@Home cost?
A. Nothing. CU@Home is a service, provided by
us to you as a way to increase our effectiveness and your access to your accounts.
We hope you like it.
- - -
- - - - - - - - - - - - - - - - - - - - -
- - - - - - - - -
General Questions
Q. I'm using Bill Payer,
and I have some questions about it. Where can I look for the answers?
A. We're putting together a FAQ like this for Bill Payer. In the mean time,
call us at the Credit Union with specific questions on this great product. We'll
be more than happy to help you.
Q. How often is the information
on the Website updated?
A. We update as often as we can. We try
to post all rate changes as quickly as possible to keep our members informed.
We want you to be aware of the great rates that we offer as soon as possible.
However, you might want to check in with our Account Representatives and Specialists
who have all of the current information available to them and can help you in
setting
up any new accounts.
Q. Can I get my Statement e-mailed
to me?
A. Yes, as a matter of fact, you can!! And take a minute
to read the Disclosure
Agreement.
Q.
All this sounds great, but if I really need to talk to someone, whom do I call?
A. The Credit Union has been through a lot of changes over the past year,
and the Computer Department is no exception. Jeff Walter is Midwest Community
Information Systems Manager, and directly oversees the Computer Department. Working
with him is Wende Tressler, who is our Data Processor. Either one of these talented
and highly qualified persons can answer your questions. Overseeing the Computer
Department at the next level is Sonja Hann, our CEO/President. If neither Wende
nor Jeff can resolve your issue, please feel free to ask for her.
